John Zhang

John Zhang is a senior ServiceNow architect and leader of USDM’s ServiceNow team, He is one of the most experienced and sought-after ServiceNow consultants in the industry. With a wealth of expertise in ServiceNow implementations, John has been instrumental in transforming IT operations and workflows for some of the world’s leading life sciences organizations, including Edwards Lifesciences, Abbott, Sage Therapeutics, Merck, Gilead Sciences, Johnson & Johnson, Amgen, and Boston Scientific.

John’s career is defined by his dedication to leveraging ServiceNow to drive compliance, efficiency, and innovation. He is a key member of ServiceNow’s MVP AI group, where he evaluates and contributes to developing cutting-edge AI-powered solutions within the platform.

ServiceNow professional experience includes: ITSM, CMDB/CSDM, Now Assist (AI), APM/SPM/DPM, GRC, ITAM (HAM & SAM), ITOM, HRSD, CSM, OT/CDM, Web Service (REST and SOAP), KB, Service Portal Security operation and Facility Mgmt.

Industry Leadership and Knowledge Sharing

John is a recognized thought leader in the ServiceNow community and a frequent speaker at major events and webinars. His presentations highlight his deep technical expertise, practical insights, and commitment to enabling others to maximize the value of the platform:

• Knowledge 2019 Speaker: Security Operation Access Control and License Monitoring Model
• Knowledge 2022 Speaker: ServiceNow Empowers Edwards Lifesciences User Experience via Auto Self-Service
• Knowledge 2023 Speaker: How I Became an Expert/MVP in the ServiceNow Community – Tips to Become an MVP
• Webinar Speaker:
  • Ask the Experts – CSDM Fundamentals (August 2024)
  • Ask the Experts – Getting Started with CSDM (January 2025)
  • Ask the Experts – The Best Approaches to Create CSDM Diagrams (Use Cases) (January 2025)

A Trusted Partner in Life Sciences

John has been critical to the success of numerous ServiceNow deployments across the life sciences sector, enabling organizations to achieve continuous compliance and operational excellence. From optimizing IT workflows to enhancing user experiences with automated self-service tools, his solutions are tailored to meet the industry’s unique challenges.

Visionary and Innovator

With a background in cloud architecture, cybersecurity, and AI, John’s approach blends technical mastery with strategic foresight. He has published resources on responsible AI and actively shapes ServiceNow’s AI product roadmap as part of his work with the MVP AI group.

John Zhang’s unique combination of technical expertise, industry knowledge, and passion for innovation makes him an invaluable asset to both USDM and its clients, helping them navigate complex challenges and achieve transformative results.